Frequently asked questions
- How do you calculate schedule adherence?
- Count the minutes in which the agent was doing the scheduled activity at the scheduled time, divide by the scheduled minutes and multiply by 100. 414 minutes in adherence out of a 450-minute shift is 92%.
- What is the difference between adherence and conformance?
- Adherence checks timing: was the agent on the queue when the schedule said so. Conformance only checks the total: did they work the scheduled amount of time. An agent who takes lunch an hour late can have 100% conformance and lower adherence.
- What is a good schedule adherence rate?
- Many teams aim for somewhere between 90% and 95%. Asking for 100% is rarely realistic, since agents need short unplanned breaks and some contacts run long. A drop from 92% to 85% during peak hours hurts service level more than the same drop in a quiet hour.
About the author
Abdessamad Ghanem
Customer Experience & Customer Success Consultant · Founder of Clarivoxx
Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.